Customer Solutions Manager

Job Title: Customer Solutions Manager

Department: Operations & Customer Service

Industry: Healthcare – Companion Animal & HumanMedical

Reports To: Director & General Manager

Location: Singapore

1. Role Summary

The Customer Solutions Manager drives alignment between Operations and Customer Service within our HSA and AVA-regulated environment. The role ensures regulatory certification, compliance, and audit readiness while bridging Business Solutions and Sales through direct engagement with clinics, hospitals, and veterinary practices. This position also provides business continuity as backup for Operations and Customer Service Lead roles.

2. Key Responsibilities

2.1 Operations & Customer Service Leadership

2.1 Oversee daily operations and customer service for medical devices, diagnostics, pharmaceuticals, and veterinary products. Improve collaboration between Operations and Customer Service teams to ensure compliance with healthcare standards, cold-chain requirements, and patient/animal safety protocols. Resolve service issues impacting clinics, hospitals, or veterinary practices with urgency and regulatory awareness. Cross-train Customer Service associates to perform telesales functions, enabling proactive order generation and customer engagement.

2.2 Business-Sales Bridge & Customer Engagement

Act as primary liaison between Business Solutions, Sales, and Clinical teams to align on customer requirements. Meet directly with veterinarians, clinic managers, hospital procurement, and lab directors to understand clinical workflows, product needs, and service expectations. Translate customer feedback into operational and service improvements that meet healthcare compliance and quality standards.

2.3 Business Continuity & Leadership Coverage

Serve as backup for Operations and Customer Service Lead to maintain service to healthcare providers during absences or peak demand. Manage key accounts and critical deliveries to ensure no disruption to patient or animal care.

2.4 Process Improvement, SOP & Regulatory Compliance

Develop, implement, and maintain robust Standard OperatingProcedures aligned with HSA, AVA, WSH council and GDP requirements. Document operational workflows, complaint handling, product traceability, and escalation paths specific to medical/veterinary products. Play a key role in HSA, AVA and Bizsafe audits, license renewals, and maintaining ongoing compliance with both authorities. Drive CAPA and continuous improvement initiatives based on audit findings, customer complaints, and QA metrics.

2.5 Stakeholder & Team Management

Build strong relationships with Sales, Regulatory, QualityAssurance, Logistics, and external healthcare partners. Train and mentorOperations/Customer Service teams on HSA/AVA/Bizsafe compliance, product handling, and customer communication in clinical settings. Monitor KPIs including on-time delivery, complaint resolution time, customer satisfaction, and audit readiness. Identify and develop internal and external succession candidates.

3. Requirements

Experience: Minimum 5 years in operations, customer service, or business solutions within healthcare, medical device, pharma, or veterinary industries.

Knowledge: Working understanding of HSA, Bizsafe andAVA regulations, medical/veterinary supply chain, and customer environments such as clinics and hospitals. Direct experience supporting regulatory audits and certifications required.

Skills: Strong cross-functional leadership and stakeholder management. Able to discuss technical/clinical requirements credibly with healthcare professionals. Skilled in SOP development, process mapping, and regulatory support.

Attributes: Customer-centric with high attention to detail and compliance. Calm under pressure when patient/animal care is impacted.

Education: Bachelor’s degree in Life Sciences,Business, Healthcare Management, Veterinary Science, or related field.Certifications or experience in Quality/Regulatory Affairs preferred.

4. Key Success Indicators

1. Improved inter-departmental alignment between Operations& Customer Service, with reduction in escalations from clinics/hospitals.

2. Full SOP suite documented and staff trained within first6 months.

3. Maintained audit readiness with zero major findings fromHSA or AVA in Operations/Customer Service processes.

4. Succession candidates identified and developed internally and externally.

5. Successful cross-training of Customer Service associates with measurable performance in telesales activities.

6. Active contribution to successful HSA and AVA certifications, audits, and license maintenance